Customer Service Representative | Full-Time | Remote

Location: Fully Remote

Schedule: Monday - Sunday, Eastern Time

Pay Range: $2.50 / Hour During Training 

                    $4.00 / Post-Training 

Benefits: Paid Time Off (PTO) +  Incentive Bonus

About the Company

At Nao Medical, we're revolutionizing healthcare by blending cutting-edge technology with heartfelt, personalized care. Over the past 13 years, we've proudly served more than a million New Yorkers at our various locations. Our mission is simple: through our multi-specialty practice, we provide accessible, quality care tailored to each patient's needs. We're breaking down barriers, championing health equity, and delivering value-based care to create healthier communities.

Job Summary

As a Customer Service Representative in our healthcare call center, you will be instrumental in delivering high-quality support to patients and healthcare clients. Your responsibilities include managing inbound and outbound calls, resolving inquiries, scheduling appointments, and enhancing patient satisfaction. This position plays a critical role in maintaining strong patient relationships and ensuring seamless healthcare delivery through effective communication and efficient service.

Primary Responsibilities

• Inbound Calls: Provide accurate information and support related to healthcare services, appointments, and patient concerns.
• Outbound Calls: Express appreciation, gather feedback, resolve issues, and confirm or reschedule appointments to support efficient healthcare scheduling.
• Multichannel Support: Assist patients via email and chat, providing prompt, courteous responses and necessary follow-up.
• Documentation: Accurately document all patient interactions in accordance with company policies.
• Training and Development: Participate in ongoing training to enhance customer service skills and stay updated on healthcare protocols and procedures.

Job Requirements

Education and Certifications:

• Completion of at least 2 years of college or equivalent training and certifications.
  
  

Experience and Qualifications:

• 1–2 years of customer service experience, preferably in the healthcare industry.
• Knowledge of EMRs, such as eClinicalWorks (eCW), and HIPAA regulations is a plus but not required to ensure compliance with healthcare privacy standards.
• Proficiency in Google Workspace (Docs, Sheets, Drive) for effective collaboration and document management.
• Basic knowledge of data security and confidentiality practices, especially in handling sensitive healthcare information.
• In-depth knowledge of customer service principles and practices.
  
  

Schedule Requirements:

• Ability to work night shifts during Eastern Time, from 8:00 AM - 9:00 PM, Monday-Sunday Including Holidays.
  
  

Technical Requirements:

• Reliable wired internet connection with a speed of at least 100 Mbps.

• A computer or laptop with at least an Intel Core i5 or Ryzen 5 processor and a minimum of 8GB RAM is required. A dual-screen setup is a plus for increased productivity.

• Operating system: Windows 10 or macOS (latest version) with regular updates.

• Hard drive: At least 128 GB of free storage space for software and data.

• A clear webcam with at least 720p and a microphone is needed for clear communication.

• Updated antivirus software to ensure data security and protection against cyber threats. Having a VPN is preferred but not required.

• Reliable backup systems for electricity and internet outages in place.

Job Summary

• Minimum of 2 years in college, ideally in a medical-related field.

• 2-3 years of experience in customer care, preferably in healthcare.

• Excellent knowledge of medical terminology.

• Neutral or no accent; multilingualism is an advantage.

• Superior verbal and written communication skills (English).

• Strong understanding of customer service practices.

• Ability to think quickly and confidently in any situation.

• Strong organizational and multitasking skills.

• Proficiency in relevant computer applications (web-based tools, ECW knowledge is an advantage).

• Typing skills of 30-40 words per minute.

• Experience with automation and AI technologies is a plus, with an understanding of how they can enhance customer service.

Duties and Responsibilities

• Make outbound calls to assist with confirming and scheduling appointments.

• Provide patient support via email, SMS, and chat in a timely manner.

• Resolve patient concerns promptly and efficiently.

• Follow up with patients about visits and upcoming appointments.

• Coordinate with healthcare providers regarding patient care.

• Collaborate with laboratories, clinics, home visit teams, and other departments.

• Respond to inbound caller inquiries.

• Document interactions according to standard operating procedures.

• Utilize automation and AI tools to improve efficiency in patient service.

• Make follow-up calls when needed.

• Engage in training and learning opportunities, including weekly one-on-one sessions.

• Be flexible with shifting schedules and willing to work overtime if necessary.

• Adhere to all company policies and procedures.

• Perform other related duties as assigned.

Incentives

• Performance Incentive Bonus
• Performance-Based Increase after 3 months and 6 months

Equal Employment Opportunity Statement

Nao Medical is an Equal Opportunity Employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Nao Medical is dedicated to providing a work environment free from discrimination and harassment and treating all individuals with respect and dignity. Combining individuals from diverse backgrounds and experiences creates a more innovative, creative, and productive workforce.

Experience the Nao Medical difference. Join us in transforming healthcare, Nao!